Senior Director, Global Customer Advocacy

About the Role

Join Razer on its worldwide mission to transform the gaming experience. As Senior Director, Global Customer Advocacy, you will lead a global team dedicated to delivering outstanding customer and technical support services to Razer's gaming community across five continents. This leadership role, based in Singapore with oversight of teams in the US, Europe, and Asia-Pacific, reports directly to the VP of Global Customer Experience and focuses on call center and repair center excellence while ensuring exceptional customer satisfaction and adherence to service level agreements (SLAs).

Key Responsibilities

• Create and execute customer service strategies to foster strong engagement and deliver superior customer experiences.
• Manage post-purchase support processes to efficiently resolve customer issues impacting their experience.
• Recruit, cultivate, and lead a skilled global team of technical experts who collaborate efficiently across departments.
• Implement and oversee a worldwide case management system aligning with established SLAs.
• Enhance vital processes to elevate customer value, maintain service quality, and continuously improve support operations.
• Leverage data analytics to monitor key performance indicators and drive improvements in customer satisfaction and team efficiency.
• Develop systems to monitor and resolve escalated cases, regularly reporting on metrics such as first response time, customer satisfaction, and resolution turnaround.
• Collaborate with internal teams and external partners to identify technical challenges and facilitate product improvements, documenting and communicating actionable solutions.
• Promote a culture dedicated to ongoing improvement and innovation in support services, scaling capabilities to deliver superior customer support globally.
• Uphold organizational culture reflecting Razer’s values, serving as a leading example and champion for customer-centricity throughout the company.

Candidate Requirements

• More than 10 years experience leading global customer service teams, particularly in consumer electronics hardware and software sectors.
• Comprehensive understanding of gaming technology, e-commerce, and supply chain dynamics, with ability to align service levels to budget constraints.
• Strong project management capabilities encompassing planning, prioritization, scheduling, and issue resolution.
• Exceptional communication and interpersonal skills to effectively manage multicultural global teams.
• Analytical proficiency to use data-driven insights for decision-making and enhancing performance.
• Proven success in mentoring and fostering collaboration across disciplines to meet business objectives.
• Excellent presentation and communication abilities.
• Capacity to handle multiple complex tasks under pressure.
• Preferred experience in managing third-party outsourced vendor teams.

Equal Opportunity Commitment

Razer is dedicated to cultivating an inclusive, respectful, and equitable workplace, recognizing that diversity strengthens creativity and culture. The company does not discriminate based on various personal attributes and provides reasonable accommodations to support all employees in performing at their best.